Lead customer onboarding and proactively drive adoption through structured success plans aligned to GitGuardian's maturity framework.
Run recurring cadence meetings with enterprise stakeholders (security leaders, engineering teams, admins, and executives) to track progress, identify risks, and accelerate value realization.
Build and maintain stakeholder maps, ensuring multi-threaded relationships and proactive expectation-setting across the customer organization.
Translate customer needs into actionable internal requests, coordinating with Sales, Support, and Product teams to ensure seamless resolution.
Monitor adoption metrics and health signals to identify expansion opportunities and flag churn risks early, working with Sales on commercial next steps.
Deliver Quarterly Business Reviews (QBRs) that demonstrate measurable outcomes and align on strategic priorities.
Create scalable and clear documentation: success plans, onboarding timelines, enablement materials, and structured product feedback, all to improve our customer journey.
Maintain exceptional responsiveness with clear written follow-ups; ensuring your customers always know what happens next.

Proven experience as a Customer Success Manager in large Enterprise B2B SaaS, successfully managing complex customers who have multi-year agreements and multiple internal user groups.
You have built adoption plans, aligned stakeholders, proved ROI, and improved retention & renewal outcomes.
Deep understanding of CSM core motions: onboarding, success planning, health/risk management, and cadence/QBR execution.
You have strong enterprise stakeholder management skills: you can build stakeholder maps, identify engagement gaps, and navigate complex organizational Enterprise dynamics.
Excellent customer empathy and active listening: you use discovery-style questioning to understand customer goals and confirm priorities before proposing solutions.
You have a customer-first mindset with the ability to prioritize customer experience over rigid processes when needed, all while maintaining internal alignment.
Project management fundamentals: you can run lightweight plans with milestones, owners, dates, and risks while keeping cross-functional teams aligned.
Technical literacy with integrations and dev/security workflows (SSO, SCIM, APIs, webhooks).
Experience working with DevSecOps personas—security teams, engineering leaders, and platform/tooling teams.
Change management or enablement experience: building rollout plans, training programs, and adoption strategies.

25 days of PTO (employees are strongly encouraged to use all of it!)
10 public holidays
Health, Dental & Vision insurance (80% coverage), for individuals and their families
Short term & long term disability insurance (100% paid)
Travel policy including to our annual off-sites ('23 was South of France!)
Up to $300 towards your home office set-up
Monthly remote work stipend $70
Complimentary access to Talk Space
Referral bonus of $4000 for any new Guardians we might hire thanks to you
Pre-tax commuter plan access
401(k) with Empower
Becoming an early joiner of GitGuardian US team, with many opportunities for career development in the long term

Customer Success Manager

Key skills